I think it was because I bought it on eBay and not from them. I have heard from many people that Hennessey does a great job with customer service so I would hate for anyone to judge them on just one account.
I am sleeping out again in it to do another test but this tear aid seems to be great stuff. I can't even get an edge to pull up.
I hate that I had any issue with the hammock as I really love it. I hope the DIY repair holds, and I get many years of enjoyment from it.